This job is with Aristocrat, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. This role requires full-time presence at Aristocrat’s London office. It also supports an EMEA-wide remit and works closely with several teams. Reporting directly to the IT Service Delivery Manager, the successful candidate will deliver high-quality hands-on support across end-user services, infrastructure support, workplace technology, cloud services, endpoint management, meeting room technology, documentation, audit, and initiatives aimed at improving service quality. This is a true dual-role position suited to someone who is confident handling responsibilities involving both Service Desk and Infrastructure Support functions. The ideal applicant is encouraged to balance hands-on user support alongside broader technical duties. They will collaborate with IT teams across regions and globally to ensure local support matches global standards, processes, and service expectations. The role requires a strong customer-service approach, solid technical skills to fix issues, and attention to detail. It also needs the ability to work effectively with internal IT teams, external vendors, and business partners.
Location and Regional Scope
This role is 100% office-based and will be full-time from Aristocrat’s London location. Although London-based, the role will support EMEA-wide activities when needed. It will provide local hands-on assistance, technical input, and support for blocking issues. The role also involves documentation, audit support, and contributing to service improvements while collaborating with IT groups at regional and global scales.
Key Responsibilities
Service Desk and End-User Support
- Provide 1st, 2nd, and where appropriate 3rd line technical support to Aristocrat users across office, remote, and hybrid working environments.
- Respond to incidents and service requests via ServiceNow, video call/phone, email, remote support tools, and walk-up support channels.
- Fix and resolve issues relating to Windows, macOS, Microsoft 365, mobile devices, printers, workplace technology, and meeting room environments, including video conferencing platforms, collaboration tools, room-based AV systems, conferencing bars, cameras, microphones, touch panels, and associated meeting room hardware.
- Ensure tickets are correctly logged, prioritised, updated, and resolved in line with agreed service levels.
- Take ownership of support issues that have been brought up, ensuring users are kept informed throughout the lifecycle of the ticket.
- Support joiner, mover, and leaver processes, including device preparation,
IT Onsite Support Engineer in City of London employer: Aristocrat
Aristocrat is an exceptional employer that fosters a dynamic and inclusive work culture, offering employees the chance to thrive in a hybrid environment. With a strong focus on professional development, you will have ample opportunities to mentor fellow engineers and lead innovative projects while staying at the forefront of automation technology. Located in the UK, our team enjoys a collaborative atmosphere that encourages creativity and growth, making it a rewarding place to build your career.
